Urgent Hiring Team Lead Service Desk at Noida

Tech Mahindra; Dadri; On-site; INR 600,000 - 900,000; Full time

Job summary

Tech Mahindra in India seeks an experienced team lead to drive a helpdesk team to top performance, delivering world-class customer service. You will provide clear direction, coaching, and objective setting, and manage performance through regular call audits while ensuring adherence to SLAs and quality standards.

Responsibilities include daily team management, handling escalations, identifying improvement opportunities, planning training, coordinating with regional and USA-based leads, and

Qualifications

• Typically, 4–9 years of experience in tech support/helpdesk roles & team management
• Ability to make improvements to existing programs and procedures
• Ability to train new associates
• Strong written and oral communication skills
• Excellent organizational skills and attention to detail

Responsibilities

• Manage the day-to-day activities of the team
• Provide exceptional support to deliver world-class customer service
• Handle escalations
• Audit live calls and tickets to identify improvement areas
• Identify SLA breaches and follow up with the team to resolve pending tickets in the queue
• Monitor daily call flow and maintain service levels
• Manage schedules and optimize resources
• Develop and implement timelines to achieve targets
• Delegate tasks to team members
• Conduct trainings at team level to maximize potential
• Empower team members with skills to improve confidence, product knowledge, and communication

Skills

Technical troubleshooting

Team leadership

Call center operations

Reporting & ITIL

Shift scheduling

Tools

Genesys

ServiceNow

Job description

Role Summary

Lead and motivate the team to optimum performance levels to achieve agreed targets contributing to the organizations objectives while always providing world class customer service.

Provide clear and concise direction, support, and guidance to the team through effective coaching, leadership and setting of objectives. Manage performance through regular, effective call audits, addressing performance issues according to the organization policies and procedures.

Conduct effective reviews and recommend training and development plans for the team.

Responsibilities

• Manage the day-to-day activities of the team.
• Provide Exceptional support to the team to deliver world class customer service.
• Handle escalations
• Audit live calls and tickets regularly to identify the improvement areas
• Identify SLA breaches and follow up with the team to resolve pending tickets in the queue
• Monitor daily call flow and keep a close watch on Major Incident call outs & meet service levels.
• Managing the Schedules and resource optimization
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting trainings at team level to maximize their potential.
• Empowering team members with skills to improve their confidence, product knowledge, and communication skills.
• Contributing to the growth of the company through a successful team.
• Creating a pleasant working environment that inspires the team

Abilities

• Help the team to resolve issues of Business Partners effectively
• Coordinate/support projects under the guidance of organizational leaders and project managers
• Technical planning for the delivery of current / future technologies.
• Work collaboratively with other regional and USA based Team leads.
• Work with a continuous improvement mindset, looking for opportunities to suggest practical improvements to existing programs and procedures
• Works with a focus on teamwork and collaboration to achieve established goals and objectives

Skills

• Expertise in technical troubleshooting related to VDi, Active Directory, ETS, IAM Strong, O365, SCCM, Avaya, Service now & VPN
• Provide Ad hoc reports and maintaining team level data.
• Genesys skill
• ServiceNow reporting and ITIL Management.
• Manage call queues, break scheduling for the team everyday

MUST have

• Typically, at least 4-9 Years of Experience into Tech support/helpdesk roles & team management
• Ability to Make worthwhile improvements to existing programs, and procedures
• Work for consensus and contribute to the achievements of work group goals
• Ability to Train new Associates
• Good oral and written communication skills.
• Proven strong organizational skills, attention to detail and ability to multi-task is required.
• Strong dedication to maintaining professional relationships with all internal and external Business Partners & teammates
• Ability to remain calm under pressure and deal with stress associated with a fast-paced work environment
• Ability to take the lead on projects and resolve problems when requested or as appropriate, to make sound decisions and take the initiative to proactively resolve issues.
• Flexibility and adaptability to changing situations and shift scheduling.